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	<h1>Introduction to ITL</h1>
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	<p>Technicians at the helpdesk are expected to be very knowledgeable about systems, applications, and technologies.  The ITL Program 
	synthesizes your strengths and weaknesses by showing you how to apply your knowledge, how to acquired knowledge from coworkers, 
	and how to construct active knowledge during a call.</p> 
	
	<p> You will be exposed to unfamiliar terms throughout this site. When you see an <u>underlined</u> word, it will provide you with a definition 
	and access to the glossary.  Mouse over stakeholders for an example: <a href="glossary.html#stakeholders" title="The term used to describe all parties involved in the knowledge building process are stakeholders. To learn more click...">Stakeholders</a>.
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	<p>During this training program, you will learn key processes and terms that will relate 
	to opening, closing, and reopening a ticket in the ITL Application.</p>
	
	<p> <b>Purpose:</b>  The purpose of this program is to improve your efficiency and effectiveness when handling calls. </p>
	
	<b>Objectives:</b> 		
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			    <li>Learn a new structured framework for handling a call.</li>
				<li>Understand how to navigate through a Knowledge Base and become a contributor.</li>
			    <li>Follow steps to educate stakeholders on available resources.</li>
			    <li> Use available tools and seek solutions for stakeholders.</li>
			    <li> Became a willing participant by learning, teaching and collaborating to seek 
			    issue resolutions.</li>
		    	<li>Exhibit confidence and belief in the system.</li>
			    <li>Display a professional commitment to practice customer service on a daily basis.</li>
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<p><b>Click next and watch the videos, participate in the activities, and take the quizzes. Each module you 
		complete will bring you one step closer to understanding the ITL process and will prepare you for Tier 1 Support.</b></p>

	
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